Customer Service

Lifetime Stone Guarantee

We are so confident in our patented technology and heirloom quality of our Nexus Diamond™ alternative that we guarantee our stones for life! With normal wear and proper care, your Nexus Diamond alternative will not chip, crack or discolor. If there is ever a problem with your Nexus Diamond alternative, we’ll replace the stone for free. Period.

Sourcing only the finest quality Moissanite comes with its advantages! Rest assured your Moissanite stones will not only last a lifetime, they will also maintain their superior brilliance, fire and sparkle! Should any issue arise with your white or colored Moissanite gemstones, we’ll simply replace them for free. Forever.

We are proud to offer our customers the highest quality lab grown diamonds on the market! Our lab grown diamonds will perform identically to mined diamonds, and with proper care, will last many lifetimes. To protect your lab diamonds and jewelry from accidental damage and loss, we highly recommend purchasing an Extend Protection Plan (kindly review details in the Extend section below).
If you are in need of repair, please contact us anytime! You may send your jewelry to us so that we evaluate your jewelry piece.

Some limitations apply. Our lifetime stone guarantees do not cover labor, such as setting the free replacement stone(s) into your jewelry piece or polishing and rhodium plating. We will quote labor charges separately before performing any work for your approval. Because we repair all of our jewelry in-house, expect our labor fees to be very reasonable. Guarantees do not include lost or missing stones or other color gemstones. Of course, we’re happy to replace a lost or missing stone or color gemstone at a reduced cost for both the stone(s) and labor. Any repair or service performed by a jeweler other than Diamond Nexus voids all stone guarantees. Warranty of jewelry metal and components are covered separately and described in the Free Lifetime Manufacturing Warranty section below.

Free Lifetime Manufacturing Warranty

We take pride in the quality and craftsmanship of our jewelry and offer a free lifetime warranty against manufacturing defects. Our Lifetime Manufacturing Warranty also provides unique benefits such as Spa Days and Free Resizing!

If you experience damage to your purchase due to manufacturing, we recommend you contact us so we may evaluate your piece. You may send your jewelry to us so that we perform the evaluation. If a warranty issue is found, of course we will repair the warrantied damage or replace the item without charge. For repairs that are not covered under the lifetime warranty, we will quote a repair price for your approval before any work is performed.

Your two free Spa Days include a thorough inspection of your jewelry along with a deep cleaning, polishing and rhodium plating (white gold only). Spa Days also include free shipping both ways within the U.S. and Canada. You may take advantage of your Spa Days at your discretion within the first year!

We offer one complimentary resizing within one year of purchase date for our standard ring styles sizes 4-10. Please note that while our eternity rings cannot be resized, they may be exchanged within one year for any standard size; an additional charge may apply for a larger size exchange and a credit will be offered for a smaller size exchange. All of our rings are offered, or may be resized to, non-standard sizes for an additional fee. Free Resizing excludes clearance items.

Some limitations apply. Please note that all fine jewelry may be affected by normal or excessive wear, especially for rings, since they tend to incur the most wear and tear. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss, or theft. Warranty excludes damage or loss caused by a failure to obtain the repairs required to preserve the integrity of the jewelry. Warranty is void if another jeweler works on the item. Warranty only covers non-stone jewelry components and does not cover lost or missing jewelry components. If components are missing, repairs may incur a cost for replacement. Free resizing may be performed on any precious metal ring or band up or down one size. Size adjustments greater than one size may incur an additional charge. Non-precious metal such as Tungsten and Titanium cannot be resized, but may be replaced for the correct size and may incur an additional charge; please contact us for assistance. Clearance items are excluded from Warranty. For additional jewelry coverage and enhanced benefits not covered by this Warranty, please consider purchasing an Extend Protection plan, described below.

Extend™ Jewelry Protection

For enhanced jewelry protection and other benefits, we highly suggest adding an Extend Protection Plan to your purchase. Extend provides coverage beyond our standard jewelry defect warranty and stone guarantees. Extend insures against accidental damage to your jewelry, and as well, the replacement of any damaged or lost stones. Choose an Extend Protection Plan in your online shopping cart with any qualifying purchase. Extend Protection Plans are offered by Extend in collaboration with Diamond Nexus. For more Protection Plan details, please click here.

Free Shipping & Delivery Instructions

All U.S. orders over $100 USD are shipped free with no signature required. Contact Customer Care for expedited shipping options. Members of the military at an APO or FPO will enjoy free shipping, always.

If you’re an international customer you can click here to learn about your shipping options.

If you want to check on your order status simply click here.

Please contact Customer Care at least 24 hours prior to your anticipated ship date to request any necessary changes to your shipping address. We are unable to change shipping addresses after your package has left our facility.

30 Day Free Returns

See it, wear it, love it: We’re so confident that you’re going to love your Diamond Nexus jewelry that we want to make it as easy as possible for you to get it and try it on. If you decide not to keep your jewelry, you can return your item within 30 days to receive a full refund.

Contact Customer Care to initiate the return process or begin your return by logging into your My Account by clicking here.

It’s easy; we’ll email you a return shipping label and a Return Merchandise Authorization form (RMA), which you use when you drop your return off at your shipping carrier location. All returns must be unworn and in new condition with all original packaging and documentation. For returns with missing items, there will be a minimum $25 charge.

Please note:

  • Returns must be postmarked within 30 days of receiving your order.
  • Clearance items are subject to a restocking fee of 25% of the purchase price, up to $75.
  • Additional fees due to shipping upgrades are non-refundable.
  • No more than four returns within 12 months are permitted per household.
  • Diamond Nexus is not responsible for lost or stolen items.
  • International orders, clearance and select other items are not covered under our normal returns and guarantees policy.
  • There may be a restocking fee associated with returns of semi-custom and custom pieces.

Exchange Policy

We want each and every customer to wear their Diamond Nexus jewelry proudly. That’s why we offer a 30-day exchange policy. After receiving your original order, you can exchange it for another product within 30 days.

After the first exchange, you may exchange products twice more. Each subsequent exchange must be made within 14 days.

If, after the second exchange, you decide not to keep the jewelry, you can simply return the item for a refund minus a restocking fee of 20% of the original purchase amount.

Clearance items can only be exchanged for items of equal or greater value. For more details, please contact Customer Care.

Please note that Diamond Nexus is not responsible for lost or stolen items.

Conflict-free Manufacturing

Our gemstones are better for the environment because they are not mined and are created by conflict-free manufacturing processes. Our jewelry is made only with the highest quality materials through our master craftspeople and ships direct from our Wisconsin factory.

Prices Are Subject to Change

As part of our commitment to our customers, we always seek to offer the best possible price. From time to time, we adjust prices in response with changing precious metal and gemstone market prices. Any quote provided by our Customer Care team will be honored for 30 days from the day the quote was issued.

That’s Not All, We Do More!

Need an Appraisal, Engraving, Gemstone Setting, Sizing or a Repair?
Just follow these 2 simple steps and we’ll take care of the rest!

  1. Contact us: Give us a call, email or live chat.
  2. Carefully send in your jewelry

Diamond Nexus is not responsible for lost or stolen items.

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